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“Dated room but professional service” 3 of 5 stars
Review of Hilton Nairobi

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Hilton Nairobi
4.0 of 5 Hotel   |   Mama Ngina St, Nairobi 00100, Kenya (Nairobi Central Business District)   |  
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Ranked #40 of 96 hotels in Nairobi
San Francisco, California
Top Contributor
140 reviews 140 reviews
135 hotel reviews
Reviews in 131 cities Reviews in 131 cities
250 helpful votes 250 helpful votes
“Dated room but professional service”
3 of 5 stars Reviewed July 2, 2013

This is an old Hilton hotel located in the business district of Nairobi offering the usual business amenities. Overall it is quite safe with lots of security (metal detector entrance, security guards at the elevators) which is important for downtown Nairobi. The room is generally clean but shows its age and needs renovation soon, especially the old musty carpet.

Bathroom is spacious but dated as well. An in room safe was available but we found a cockroach inside. A piece of cheese was also found inside the lampshade.

Despite the dated room, the staff was professional, helpful and knows what they are doing. Airport pickup was on time which was rare in most African cities. Business lounge provides selections of soft drinks, coffee/tea and evening snacks and offers very slow wifi access. The breakfast offered was quite extensive, and offered a wide selections of food.

The hotel charges a fee for in room Wi-Fi (very slow) which comes as a surprise for a business hotel and for HH honor guests.

Overall 3 stars for the room and amenities and 4 stars for the service.

Room Tip: Worth the splurge to upgrade to a deluxe suite.
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  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, July 5, 2013
Dear Guest,

Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and always hope to meet the guests expectations.

Thank you very much for choosing to stay at the Hilton Nairobi and for taking the time to write to us.
We have noted your comment with regards of the status of our facility, and the need to refresh. I am indeed very sorry that we have not been able to meet your expectation during your recent stay with us and based on your comments I wish to inform you, that we are currently in the process of a master plan renovation preparation, which will see a complete make-over of the Hotel, in time to come.

Nevertheless, we are pleased to see that you were satisfied with the security, general cleanliness of the room and our team members hospitality. I am also very happy to read that your airport transfer was efficiently organised and you enjoyed the range offerings at the executive Lounge.

As of Wi-FI charges, I would like to advise, that apart from internet not being a free service as a Hilton Worldwide policy, our internet service is provided by a 3rd party service provider, making it rather difficult for us to lower it or even provide it for free. With regards of slow connectivity, I am indeed very sorry for the inconvenience caused to you; at rare times we experience some down time from our service provider which we have no direct control of. Understanding your difficulties with the speed and as a gesture of good-will, I wish to rectify the situation during your next stay with us, at the Hilton Nairobi. Kindly contact me directly to prepare the arrangement accordingly.

We also note with great concern that you found a dead cockroach inside the safe and a piece of cheese inside the lampshade, you sincerely have my apologies for this should not be the case, I have shared this information with our executive housekeeper to take up the issue and put corrective measures in place.

Esteemed guest, we place great value on your custom, and your continued relationship with Hilton and look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.
In the meantime, if I can be of any assistance, please do not hesitate to contact me.

With kind regards,

Yours sincerely

MANUELA BRODE I Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (96)
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Nairobi, Kenya
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed July 1, 2013

I have organised or attended events at The Hilton many times. One event was company rebrading, the other investor briefing and lastly an AGM for our company. Hilton is a very convenient location because of its location at the heart of Nairobi CBD. The hotel facilities are awesome, good security at the entrance and a high class swimming pool upper in the building. Hotel internet is fast and stable. The only shortcoming is that you will likely encounter major traffic jam especially during morning and late evening hours. Parking space is a major hectic. If you're new to Nairobi it is advisable to call the hotel earlier and arrange for parking space, alternatively there is a public parking next to the High Court, a few meters way.

  • Stayed May 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, July 4, 2013
Dear Guest,

Thank you very much for choosing to stay at the Hilton Nairobi. It was truly a pleasure to serve you.

Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and always hope to meet their expectations.

We thank you for the compliments you make about our facilities, good security at the entrance, swimming pool, fast and stable internet. We are also happy to read that you like the location of our property and glad to note that you were satisfied with your overall experience. Believe me, it is comments such as yours that make all efforts truly worthwhile.

About traffic and parking space within the central business district, we appreciate your feedback and this will go a long way to improve our standards and service delivery to our guests.

Dear Guest, we look forward to welcoming you back to the Hilton Nairobi again and any of our Hilton Family of Hotels worldwide in the near future.

In the meantime, if I can be of any assistance, please do not hesitate to contact me.

With kind regards,

Yours sincerely

MANUELA BRODE I Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pune, India
1 review
5 of 5 stars Reviewed July 1, 2013

The front lobby desk did not assist me in claiming the HHonors points at the time of arrival. The journey ambassador comes very late at around 11:00 AM, but even she is not aware of the HHonors system. She was able to change the email address which was wrong but she was denying that she couldnt change. Finally convinced her to change the email ID , get a new password and login to HHNors to redeem my points for the stay.

  • Stayed June 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fontenay-aux-Roses, France
Senior Reviewer
9 reviews 9 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed June 28, 2013

Perfectly located in the city centre of Nairobi.
The Hotel has a large and beautiful entrance hall.
Rooms are clean, but a bit old and need to the renovated, but the staff is really really really well trained and helpful... unlike some/most hotels in Nairobi.
Great Restaurants & Breaskfast.

  • Stayed July 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, July 4, 2013
Dear Guest,

It was truly a pleasure to serve you and we thank you for taking the time to share your valuable feedback with us. At Hilton we greatly appreciate any comments made by our guests as we constantly strive to achieve the highest quality standards.

We thank you and appreciate your good comment about the beautiful entrance and cleanliness of our rooms, although old, but I am pleased to advice that we are currently in the process of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come. We also note that you liked our restaurants, breakfast, as well the location of the hotel.

I am glad to see that you were very satisfied with your overall experience and sincerely appreciate your compliments about the outstanding hospitality of our team members. It has been my pleasure to share your comment with the team and management as it is comments such as yours that make all efforts, at Hilton Nairobi, truly worthwhile.

We place great value on your custom and your continued relationship with Hilton and look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.

In the meantime, if I can be of any assistance, please do not hesitate to contact me.

With kind regards,

Yours sincerely

MANUELA BRODE I Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vilnius, Lithuania
1 review
2 of 5 stars Reviewed June 22, 2013

I do not believe that it is fair to charge 5 nights, if you stay at the hotel only 3 nights. They charge you one full day extra for an early arrival (2am), and one full day extra for a late departure (9pm).

  • Stayed June 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, July 3, 2013
Dear Mr. Maskeliunas,

Thank you for choosing to stay with us at the Hilton Nairobi. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and have always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We have noted your comment that it was not fair to charge 5 nights while you stayed in our property for only three days.
I am indeed very sorry that we have not been able to meet your expectation during your recent stay. I have therefore referred to our records and indeed confirm that you arrived early and checked in at 2am which is 12 hours before the official check-in time (14.00hrs on the day of arrival). Your check out time indicates 9 pm equivalent to 9 hours beyond official midday check out time (12.00hrs noon on day of departure). Therefore both days automatically qualify for 2 full day charges.
I believe it will find your understanding that apart from these hours, the room will require more time for makeup and service in order to accommodate every guest at the guaranteed arrival and departure timings. However, we happily grant such opportunities when a guest communicates in advance which is always subject to availability of room number and room type.
You have my profound apologies if this was not properly communicated to you by our team members.

Mr. Maskeliunas, although we have not been able to meet your expectation, I sincerely hope you will give us another opportunity to welcome you back to the Hilton Nairobi again, to prove to you that we always strive to satisfy our guests staying with us and any of our Hilton Family of Hotels worldwide in the near future.

With kind regards,

Yours sincerely

MANUELA BRODE I Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Zurich, Switzerland
Top Contributor
63 reviews 63 reviews
25 hotel reviews
Reviews in 21 cities Reviews in 21 cities
40 helpful votes 40 helpful votes
4 of 5 stars Reviewed June 20, 2013

Typical Hilton right in the center of Nairobi's business district. As usual, thanks to my gold membership, I got upgraded to the executive floor with access to the executive lounge which offers free refreshments and WiFi. The room was nice, the bathroom however very very small. At check-in the receptionist offered to upgrade to a suite for a very reasonable price, which I should have accepted. From the Hilton you can walk to get a feel of the city or take a taxi to reach some of the city's shopping malls. The pool is very nice, the karaoke on Friday night was fun with some hilariously good people singing mostly love songs but 3 guys performed a nice beat too. Cool. Other hotels to recommend in Nairobi would be the Sarova, InterContinental and the Fairview Hotel which probably features the nicest pool in a lush garden.

Room Tip: If they offer you a reasonable upgrade to a suite, take it.
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  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, July 2, 2013
Dear Guest,

We thank you for taking the time to share your valuable feedback with us. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and have always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We thank you for the compliments you make about our swimming pool and nice rooms, although the rooms are small but I am pleased to advise that we are currently in the process of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come.
Likewise we are happy to read that you liked the location which gives a feel of the city and good communication to the main business areas.

Our esteemed guest, we place great value on your custom, and your continued relationship with Hilton and look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.

With kind regards,

Yours sincerely

MANUELA BRODE I Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lagos, Nigeria
1 review
3 of 5 stars Reviewed June 19, 2013

Hotel location is excellent. It is located in the heart of Nairobi Central Business District. So if your desire is to get to know Nairobi, it is an excellent choice. However, if you are in transit with a flight to catch early the next day, then you are better off with an hotel closer to the airport.

  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Hilton Nairobi

Address: Mama Ngina St, Nairobi 00100, Kenya
Phone Number:
Location: Kenya > Nairobi > Nairobi Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#21 Luxury Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Nairobi 4*
Official Description (provided by the hotel):
In the city's heart, the Hilton Nairobi hotel is next to the craft market and 25 minutes' drive from Jomo Kenyatta International Airport. Enjoy global dishes at the Traveller's Restaurant, try fine Italian cuisine at Sale E Pepe Restaurant or have a pint at the Hilton Nairobi hotel's Jockey Pub. ... more   less 
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Also Known As:
Hilton Nairobi Hotel Nairobi
Hilton International Nairobi
Nairobi Hilton International

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